According to the case, lyft attempts to differentiate itself from uber primarily through which of the building blocks of service quality

The correct answer is empathy.

Explanation:

Empathy is the ability of one person to understand the emotional universe of another.

It is one of the fundamental skills that people in charge of customer service must have. Empathy is a fundamental skill in customer service, it is the ability to understand the other's problem, almost feel it, live it and know how to respond by putting ourselves in the other's shoes.

Once we truly understand our clients' frustration, fears and grievances, we can begin the process of delivering a great experience for them.

A) empathy

Explanation:

To me, the best description of how Uber and Lyft operate is that Uber is cold, dull and impersonal, while Lyft is livelier and friendlier. The fact that Lyft drivers are allowed to decorate their cars with funny adornments, and being encouraged to chat with riders and sit them up front, makes the trip much more pleasant. This is my point of view and personal taste, but probably other people like a more sober and formal service.

When you live in a large city, it is nice to have a coffee place or other small family stores where the workers know you by name and treat you like a friend even though you only see them there. It is basically the same idea, if you are friendly with your customers, they appreciate it.

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